Water Lander And Mystery Shop Case Study Business Essay

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Quality ManagementQuality management is vital to effective operations management, particularly constant improvement. More recent advancements in quality, such as benchmarking and Total Quality Management, have resulted in advancements to operations management as well.

What is Gap Analysis?

Gap analysis is a market research method used to recognize and correct gaps between the clients normal level of service and the actual or professed levels of service supply. While initially developed to measure gaps in client service liberation, the model can also be used to calculate gaps in asset performance.

Gap analysis has significant application to asset training in public sector organisations. It can be used at a worldwide height, such as in an organisation wide service level review, or in a more specific application, as in a review of building needs or a particular service activity. By clearly identifying gaps in service delivery or asset arrangement, the process of devising and prioritising solution is made more purpose and quantifiable.


The Waterlander Hotel is part of main international hotel chain (seven seas hotels). The senior organization have received the following account of one commercial clients experience at the Waterlander Hotel: The previous evenings banquet for Plastix International had been a entire disaster, and Walter Hollestelle, the hotel General Manager, was still improving from the sequence of telephone conversations of that morning. The delegate from Plastix International did not appear to state clearly sufficient what they wanted faithfully, and the staff at the hotel from the head chef to the head waiter did therefore were not conscious of the standards that Plastix International expected. It is also quite difficult to locate the responsibility for the tragedy because as Walter Hollestelle is phoning and speaking to the line managers involved, they are all position that they were not given full stress an therefore couldn't give the highest level of quality, as normal by Plastix International. TQM - [Total Quality Management] How could it be practical to the hotel? Total Quality Management refers to a quality importance that include the entire organization from the supplier to the purchaser. (Heizer, Jay, Operations Management 1999, Fifth Edition pg 82). Total Quality Management would be extremely useful to the Waterlander hotel because it ensures that it positively influence each of the 10 decisions made by operation managers.

Edwards Deming quality development can be implemented in the following ways :- 1. Build Quality into the product the Water Lander hotel should stop depending on examination to catch problems. Continuously pick up product, quality and service this would make sure that the Waterlander Hotel is extensively regarded as a high quality organization. Break Down obstacle between departments - this would benefit the Hotel greatly as one of its major trouble was mis-communication. Above are just five points taken from a probable 14 that Deming bring in so that business could improve quality throughout their organization. If the Waterlander Hotel was to put into practice most of, if not all of, the points make obvious above, tragedy like the one encountered with Plastix International would be keep away from. Discussion Document for meeting with Managers Devise a conversation document that outlines the problems and problems arising out of different organisational perceptions of quality. It is a widely known that different organizations have dissimilar views when it comes to quality. It is also well known that consumers have a different attitude towards quality than an group. However, it is less well known that diverse employees in an organization have different aspects and meaning. this can cause a problem for the organization because if an member of staff has a low awareness of quality then the product or service obtainable would be unsatisfactory to the customer, thus invoking a grievance, as what happened with Plastix International. If the Waterlander hotel determined on what approach to quality their organization is functioning under, then they could identify the trouble and then eradicate it.

The Waterlander could drop under any of the following categories of approaching quality transcendent approach - this approach views quality as organism synonymous with brilliance, for example the Hilton Hotel is viewed as being the best hotel chain in the humankind which offers the highest level of quality available. A difficulty that the Waterlander Hotel organization has if it adopts this method is that if the hotel drop below the standard expected through lack of preparation and service offered. ... For example, easy jet is not perceived as being in the same league as BA flights, but it is seen as a quality product because it meets customers expectations.

Global Marketing, Plastix International Plc hired Waterlander Hotel to congregation their annual banqueting. Global Marketing gave obvious and exact details of their requirements to the hotel. However, Waterlander¡¦s failure to efficiently plan and co-ordinate the performance resulted in the banqueting event been a total disaster and a embarrassment to the customer. Waterlander Hotel failed to deliver to the client expectation. They essential to better planning and co-ordination skills that would have authorized input to the processes and to have a improved return on output. A investigate should have behaviour to the involvement all its stakeholder s this would have help to ensure that all from site arrangement, food, decoration, entertainment, coordination of activities; and supervisions of occasion as well as the evaluation process get dealt with and in a methodical way.

Total Quality Management (TQM) is a management approach which could have assisted in the improved planning of all the capital and the supporting infrastructures that should have been in place put into practice and delivering a project must engage entire team working, employees empowerment and creative problem solving to finish goals. Six Sigma has been one of the tools of Total Quality Management and is widely used in developed and services industries across the world. Its principles have been promoted and attained from side to side five key stages known as define, calculate, analyse, improve, and control and every of which must be finished in chronological.



A customer focal point has become more and more significant in today's aggressive environment. Measuring customer pleasure is a tool frequently used. The quality of the service delivery can be deliberate by making use of mystery guests, well-trained persons who act as normal customers but are correctly observing what is going well and what can be enhanced in the service process as perceived by the client. Roger Mayland, VP of Martiz's Quality forced Services Division, defines mystery shopping as a "process for measuring service quality, with feedback, that is understandable to the front-line people".The aim of this report is to examine mystery shopping as a research method and negotiations on the amount of data comes out while mystery shopping is conducted. The particulars for this report are given with the help of Mystery shopping conducted by our team in Langstane Housing association.


The following set of questions was our scenario to start with. I should like to relate to Langstane housing association for somewhere to live. How can I get an application form and can I get help completing the form if necessary? Can you give details the points system to me? What do it mean, I have been award X amount of points?I have a mild disability. Do I need check-up confirmation of this and does it affect my points? Does Langstane operate a dissimilar points system from the council and the other housing relations We divided these question into bits and piece to help us in our criteria.

Field activity:

We started with conniving the set of questions to be asked in respect to the problem given followed by Proforma and valuation criteria. Group meeting was held to finalize the Proforma. We as a team decided on the task to be done by each human being during the research process and the area of their employment have been determined. Which helped us in accomplishment different ideas and data's to work on the findings.

Reaching overhaul excellence through a focal point on the customer, demands more than just measuring client pleasure by means of questionnaire surveys. Nowadays, it is not enough anymore to have service fineness in services, processes and relationships. Now is the time to produce excellence in customer experiences, as the only way to create aggressive advantage in the market. managerial change should then be driven by a broader focus on clientele expectations and multiple ways of measuring customers' satisfaction. The container of a service company in The Netherlands (a temporary employment agency) illustrates the way to service superiority as an organizational transform process. The case ropes the need for a broad focus on measurements in order to be able to monitor and to direct organizational changes. Customer pleasure data based resting on surveys are needed; however, they will not be sufficient for continuing the change process over time. To realize that, other size, such as mystery shopping, may give additional stimuli to change. Therefore, this study argues that mystery shopping can be a useful instrument in addition to the more often-used survey methods.

Value of Gap analyses

Monitoring. Any number of things can be monitored from marketplace conditions, presentation of various parts of the organization, competitor behaviour/performance, etc. The gap analysis is to promise that on going presentation does not vary too much from objective. When done accurately, gap analysis prompts action in the  the area being observe.  All of the statistical process control rules for particular cause variation are examples of action criterion from monitoring. These rules make it easy to do gap analysis and know when action is required. Deming always warn against tamper -that is making special cause correction for a system that is in numerical control. When a process is in arithmetical control widespread cause variation is in attendance and a system enhancement is required and entirely unlike solution is needed.

A industry strategy will have a integer of key performance areas each with a number of metrics that are the management wants to improve. It is always an exciting exercise in gap analysis to find out what is perfection, or which direction is good. Is there a targeted goal for each metric and are we on target for achieve that target. Multi-period efforts that do not congregate the target and come as a bombshell to managing are a clue that an enough monitoring system is not in place and on going gap study is not in place. Measurements and presentation indication should show if development is being made or not. rarely do efforts go for 11months with no alter and then in the 12th month all of the benefits are realized. On going gap analysis from the the plan can stop some very unattractive surprises. With proper treatment and tracking the Six Sigma projects have to deliver in the areas imperative to achievement of the Strategic Plan.

A favorite tool gap analysis. One of the early steps in any effort is to understand the current performance. We recommend understanding the cycle time for every one of your processes as well as those best in class. This can then be used as a Benchmark against other organizations that have a similar process that difference is simple gap analysis. A Benchmarked point is also valuable in determining if activities and efforts associated with a Six Sigma project have had any impact. A caution against using a single point value for doing the gap analysis. Frequently there are cyclic patterns, seasonal effects and other influences that should be considered. At a minimum we believe you should look at the average over some period and then compare that average with an average over a similar period of time after implementing a project. Of course the variation should also be considered while doing gap analysis. Several months of poor performance followed by one exception month can easily yield the same average as the entire time period at moderate performance levels, yet the information from the gap analysis is much different. Some Benchmarking has very structure statistical gap analysis and other use a more qualitative gap analysis of the data collected.

In most organizations there are a number of areas that are important. A general flaw in Benchmarking is to intention a single recital metric. Most organization do not have a clear considerate of the interrelationships and can get better one area to the detriment of another. An example of this is in the area of waste. It is moderately easy in many process to change the waste away on or after solid waste to air manufacture or liquid waste. Concentration on only one of these as a metric can often result in no net modify is the total pounds to the surroundings. If the gap analysis is just for one category of production mistake can occur. The fritter away just changes outward appearance from a solid to air emissions or to liquor and moves from one to the former with no net modify in actual waste. The accurate gap analysis is for each type of production and also gap analysis for total emission.

When benchmarking for a Six Sigma project collect data from manifold time periods and for quite a few different metrics a gap analysis can be done on each of the metrics. At a lowest amount, know the past average performance and distinction before attempt to do any kind of gap analysis.